3CX support for UK businesses
3CX support from people who know how your system is set up
3CX's own support is email only, covers licences with 8 or more simultaneous calls, and works to a 48-hour response time. Most businesses get help from the partner who manages their licence instead. If yours has gone quiet, or you've been keeping it running yourself, we can take it on, either supporting your system where it is or hosting and managing all of it for you.
Rated Excellent on Trustpilot, 4.3 out of 5. Read our customer reviews
"Over that time we've seen most of the ways a 3CX system can be set up, and most of the ways one can go wrong."
The Zen Systems team, on 18+ years with business phone systems
Already a fully managed Zen customer? Your support is included.
Call our support team on 0333 344 0239 (9am to 5:30pm, Monday to Friday). Not fully managed yet? Talk to us about your system.
How our support works
When you call us, we look at your system and fix it
Our support doesn't start with a ticket and a two-day wait. One of our UK team looks at your 3CX system, finds what's wrong and fixes it.
How that works depends on whether we already manage your system.
Ad-hoc support
Not fully managed with us? Get in touch when something goes wrong. We'll look over your system, find the problem and fix it.
Fully managed 3CX
Support is included, so fixing problems costs you nothing extra. We'll keep checking in afterwards too, and those calls often catch an issue before it becomes a support ticket.
Why 3CX needs support
Why a business running 3CX needs someone looking after it
3CX is software, and like any business software it needs updating, licensing and the odd fix. Your call flows (the route a call takes from ringing to being answered) also change as your team does. Someone has to make those changes, and 3CX's own support only covers licences of 8SC and above, with a 48-hour response time.
When nobody's doing that job, the problems build up quietly. Then something goes wrong on a busy morning, and the person who set your system up isn't answering. That's when your phones stop being something you can forget about.
- Updates get put off.
- Licence renewal dates slip by.
- Small call problems turn into things your team works around instead of reporting, like the transfer that drops now and then or the queue that rings the wrong people.
Weighing up your options
Where your 3CX support actually comes from
A lot of businesses assume they can ring 3CX when something goes wrong. You can't: 3CX support is by email only. 3CX's own support is only open to commercial licences with 8 or more simultaneous calls (how many calls can happen at the same time), and it works to a 48-hour response time. Tickets are only handled in office hours, not at weekends, so a problem raised on a Friday can wait until the following week. Below 8SC, the partner who manages your licence is the one expected to help you. Our average first response is under 4 minutes.
We can take that role on in two ways. We can support your system where it runs today, or host and manage the whole thing for you.
Option one
3CX on its own
3CX's own support is email only, covers 8SC licences and above, and has a 48-hour response time.
- A support line for your team
- None, email only
- Typical response time
- Within 48 hours, 8SC+ only
- Cost of getting help
- Paid per ticket
- Answered in 3 rings or fewer
- ✗
- Knows how your system is set up
- ✗
- Check-in calls
- ✗
- Updates and licence renewals
- Up to you
- Where your 3CX runs
- Your server or 3CX
- 24/7 monitoring
- Depends on hosting
- 99.99% uptime SLA
- Depends on hosting
- SIP trunks
- ✗
Option two
Zen 3CX support
We support your system where it runs now, with no need to move it.
- A support line for your team
- UK, 9am to 5:30pm
- Typical response time
- Under 4 min on average
- Cost of getting help
- Agreed after consultation
- Answered in 3 rings or fewer
- ✓
- Knows how your system is set up
- ✓
- Check-in calls
- ✓
- Updates and licence renewals
- Watched for you
- Where your 3CX runs
- Wherever it runs now
- 24/7 monitoring
- ✗
- 99.99% uptime SLA
- ✗
- SIP trunks
- Your current provider
Option three
Zen fully-managed 3CX
We host your system on our private cloud and look after all of it.
- A support line for your team
- UK, 9am to 5:30pm
- Typical response time
- Under 4 min on average
- Cost of getting help
- Included
- Answered in 3 rings or fewer
- ✓
- Knows how your system is set up
- ✓
- Check-in calls
- ✓
- Updates and licence renewals
- Managed, opt-out available
- Where your 3CX runs
- Our private cloud, Equinix London
- 24/7 monitoring
- ✓
- 99.99% uptime SLA
- ✓
- SIP trunks
- Included
Not sure which suits you? Get in touch and we'll go through both, and tell you if neither is worth paying for.
Looking after your system
What it means to have us look after your 3CX
A UK team you can ring when something's wrong
Our support team is based in the UK and answers 9am to 5:30pm, Monday to Friday. You'll speak to people who work on 3CX systems every day.
Engineers who already know how your system is set up
When we take on your support, we get to know how your system is built: your numbers, your call flows (the route a call takes from ringing to being answered) and who answers what. So when you call us later, you won't have to explain it all from scratch.
Check-in calls before small problems grow
We ring our customers to see how things are going, and those calls often catch an issue before it becomes a support ticket.
Updates and licence renewals kept on track
We keep an eye on 3CX updates and your licence renewal date, so neither catches you out. 3CX is also changing how many extensions (individual phones or users) each licence size covers, so we'll check yours is still the right size. If you need to renew or upgrade your 3CX licence, you can do it through us.
If your system runs on our private cloud in Equinix's London data centre, it's monitored 24/7 and covered by our 99.99% uptime SLA (our written commitment on how much of the time it'll be running) and our Total Peace of Mind guarantee.
Why businesses move to us
We know changing who looks after your phones feels like a risk
Moving your support to a new partner is a switch, and switching is the part most businesses dread. It's also the part we're best at.
We've been working with business phone systems for 18+ years. 3CX is our speciality, and we're a 3CX Titanium Partner, Advanced Certified. We're a small, family-run team, which means the people you speak to are the people who look after your system.
24/7
Monitoring of systems on our private cloud
99.99%
Uptime SLA
18+yrs
Working with business phone systems
3CX
Is our speciality
Trusted and certified
- 3CX Titanium Partner
- Advanced Certified
- Small, family-run UK team
Our experience
What 18 years of looking after phone systems has taught us
We've been working with business phone systems for 18+ years, and partnering with 3CX for most of that time. We're a 3CX Titanium Partner and Advanced Certified, which is 3CX's way of saying we've installed and supported a lot of its systems.
Over that time we've seen most of the ways a 3CX system can be set up, and most of the ways one can go wrong. Systems installed by another partner. On-premise systems (run on a business's own server) that nobody wants to touch. Systems that were looked after by an IT technician who has since left. When yours comes to us, there's a good chance we've worked on one like it.
That experience sits with the people you'll speak to. Dean and Alex on our technical support team work on 3CX every day, and the people who set your system up are the people you'll talk to afterwards.
Some of the systems we've worked on
Always available, always compassionate
A multi-site funeral provider now answers every call, day or night, with 24/7 routing to on-call staff.
Read case study National charityRestoring, and reinventing, communications for a national charity
A lightning strike took out head office phones overnight. Within hours we were rolling out hosted 3CX.
Read case study Test equipmentRestoring reliability in a high-stakes testing environment
After their in-house IT technician left, we migrated them to high-availability hosted 3CX in seven days.
Read case studyMoving your support
How moving your 3CX support to us works
We talk it through
Book a free consultation and tell us about your setup, what's been going wrong and what you'd want from a support partner.
We look over your system
With your permission, we check how your system is configured, which licence you're on and whether anything needs attention now.
You get an honest recommendation
That could be us taking on your support as things are, moving your system to our private cloud, or leaving it alone because it's running well.
We become the people you call
If you go ahead, we agree a start date and take over from there. From that day, our UK team is your first call.
In their own words
What our customers say about the support they get
We're rated Excellent on Trustpilot, 4.3 out of 5. Customers post their reviews there directly, so we don't choose which ones appear.
3 rings
Or fewer before we answer a support call
<4min
Average time to our first response
4.3/5
Rated Excellent on Trustpilot
"As a 3CX customer with a different provider we were encountering very slow response times. Switching to Zen Systems, James Howard-Dobson and his team demonstrated very clearly their expertise with 3CX. Our service is now running very smoothly."
"We have trusted Zen with our IT support for the last 8 years and have always found the team very willing and able to support on all our IT and telecom needs. Particular thanks to Dean, always happy to help and calm in a crisis. A superstar!"
"Compared to anyone else I have previously used they are like a breath of fresh air!"
A straight answer
Sometimes the honest answer is that you don't need us
If your system is working well and you're happy with whoever looks after it, we'll tell you that. We'd rather you trusted us than bought something you don't need.
It's how we work with our own customers too. We've suggested people buy and test one headset from somewhere they can return it before ordering more, and we've talked customers out of paying for features they weren't using.
3CX support questions
Questions people ask us about 3CX support
Can you support a 3CX system someone else installed?
Usually, yes. We'll look at how it's set up during the consultation and tell you straight away if there's anything that would stop us.
Do I have to move my 3CX to your hosting?
No. If your system runs well where it is, we can talk about supporting it there. If it's on your own server (on-premise) and that's become a burden, moving it to our private cloud is an option we can price up for you.
What are your support hours?
Our UK support team is available 9am to 5:30pm, Monday to Friday. Systems hosted on our private cloud are also monitored 24/7.
Will I keep my phone numbers?
Yes. Moving your support to us doesn't change your numbers. If you later move your whole system to us, we can bring your numbers with it (that's called number porting) and plan the move around your business.
Can I get support directly from 3CX?
Only if you have a commercial licence with 8 or more simultaneous calls (SC, how many calls can happen at the same time). Even then, 3CX support is by email only, with no phone line to call. You raise a ticket, pay for it, and 3CX works to a 48-hour response time in office hours. Below 8SC, the partner who manages your licence supports you. If you move your licence to us, we become that partner, and our UK team is who you call.
How much does 3CX support cost?
It depends on the size of your system and what you need from us, so we'll give you a clear price after the consultation.
Peace of mind in business telecoms
Talk to us about looking after your 3CX
Get in touch and we'll go through your system with you. If it's in good shape, we'll say so. If it needs some care, we can show you what that would look like and what it would cost.
Either way, you'll come away knowing where your phone system stands and who to call when you need help.